Complaints

This profile includes complaints for Pep Boys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pep Boys

  1 Presidential Blvd Ste 4 Bala Cynwyd, PA 19004-1017

  
• 

  The Pep Boys -Manny, Moe, Jack

  575 State Route 18 East Brunswick, NJ 08816

• 

  The Pep Boys -Manny, Moe, Jack

  1608 Hwy 35 Ocean, NJ 07712

• 

  The Pep Boys -Manny, Moe, Jack

  701 Route 440 Hudson Mall Jersey City, NJ 07034

• 

  The Pep Boys -Manny, Moe, Jack

  420 Marin Blvd. Jersey City, NJ 07302

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Late December, my car battery died and I took it to Pep Boys for a new battery. I was charged around $300. When I got home, the power locks no longer worked. I returned the car and they said because my car is a ****** it has two batteries and the second needs to be replaced (I did not agree with this assessment but did it anyways). I was instructed to purchase the battery as they didn't carry it but they said they would install it for free as they didn't catch it the first time. When they installed the battery (early Jan) the car no longer worked. I was repeatedly told they would have it fixed in 3 days. After 2 weeks of this they said it was their responsibility and they were sending it to ****** to fix it. About 2 weeks later, I received a call from ************************* the manager who said that the control modules were damaged (likely improper batter installation) and the repair cost would be $8400. He said that since I brought them an operational car they would submit to their insurance and take care of this. We talked every week and he assured me that this would be done, it was just in bureaucracy. I informed him that I would also be submitting Lyft/Uber receipts because they were adding up. On 2/20 *** said that he was going to receive authorization and have ****** order the parts and to follow up with him on 2/26. When I called on 2/26 I was informed *** no longer is employed there and nobody knew what was going on and where my car is located. I was given the name of the Regional Manager (***********************) who I called and left numerous voicemails with no response other than a text on 2/28 that said "can I call you later" to which I replied "please do". He never called and I have tried a few more times. So right now I can't get any information and I'm extremely frustrated. I've told *** numerous times that the value of my car is around $9.5k and I just want it fixed as ***************. Give it back in the condition received.

  

  Business Response

  Date: 03/18/2024

  Dear **************,

  We are in receipt of the complaint sent to your office by ************. To further assist ************, we will need the Pep Boys location he visited.

  Regards,

  *********************

  Customer Service supervisor

  Customer Answer

  Date: 03/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After having my tires balanced prior at the Paterson, NJ location on 1/15/23, I came back in approximately two weeks later to have my tires balanced as per the warranty that came with it. Not only did I come to find out that my tires were not balanced, I was charged for this service despite being covered under warranty.

  

  Business Response

  Date: 03/11/2024

  Dear **************,

  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility. 

  According to our notes, ****************** was provided a refund for the second charge. If ****************** was not contacted and provided a refund, we ask that he reach out to the manager.

  We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns.

  Regards,

  *********************

  Customer Service Supervisor

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to pep boys on Feb 1st, 20224. My car's battery light was on, the mechanic checked and said I needed to replace the alternator of the car. I said okay replace it. Then they made a lot of other stuff up by themselves and made a huge bill of $1450.48 including the labor which was $576.55. What kind of mechanic get a labor of $576.55 just to replace an alternator. Like he built a new car or something. Later on when I started the car the engine started making sounds which was not happening before and I asked the mechanic and he said the engine is faulty and I need to get a new engine. When all I needed was to change the engine all. He even checked the engine strip. They just ripped me off for a lot of money. They did similar things to a lot of other people. ****** reviews are a proof of that. They are incompetent and dishonest with their clients and are very rude with customers.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to the negligence of Pep Boys service department, the wrong size tires were placed on my car. This has led to My warranty for my transmission being denied related to an unauthorized modification(that I was unaware of). This has caused me undue stress, headaches, out-of-pocket expenses, and chest pain. As of now, I have not received a response for replacement tires for my 2019 *****. Pep Boys technician placed an incorrect-size tire on my car which resulted in a modification that resulted in my warranty not covering my transmission. I am requesting this issue be corrected.***/***** should have been ***/*****

  

  Business Response

  Date: 02/23/2024

  Dear **************,

  we are in receipt of the complaint sent to your office by **************. We apologize for the inconvenience ************** may have experienced at our facility.

  Area director spoke to ************** advised **. ****************** we opened a claim for a third-party inspector to take a look to see if tires could have caused transmission issues. claim number ***********.

  We again apologize as well as thank ************** for allowing us the opportunity to address his concerns. 

  Regards,

  *********************

  Customer Service Supervisor 

  Customer Answer

  Date: 03/04/2024

  i am yet waiting on a response from Pep Boys investigation. This issue has not been satisfied.

  This is my last correspondence from Pep Boys

  Claim - *********** (*******************)
  
  
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  *************************;<****************@pepboys.com> Wed, Feb 14, 11:03?AM
  
  to *******************
  
  **************,
  This will acknowledge receipt of the claim involving your vehicle. We have established a claim number #***********. The claim professional handling this matter for you will be *************************. She can be reached by telephone or email as listed below.
   We are currently investigating details of your claim. It is my goal to resolve the claim as quickly as possible for all parties involved. Should it be determined that we move forward with accepting your loss, we will make every effort to pay reasonable and necessary damages. However, if you fail to mitigate your damages, you will not be compensated for excess expenses. We are unable to accept damages, claims that could be avoided by reasonable measure.
  Please forward a copy of the diagnostic reports, photos and estimates for review.
   Your claim professional will be in touch with you shortly. We look forward to working with you to resolve your claim.
   Thank you,
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car into pep boys to have it repaired for overheating and antifreeze leak had the radiator replaced then 2 days afterwards had to replace a hose it was still overheating and they informed me that they did a compression test but everything was good two days later my car overheated and now their saying I blown the head gasket I hold pep boys responsible for the damage done to my car and want results.

  

  Business Response

  Date: 02/21/2024

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
  
  The manager and the Area Director are working together to try to find the best option for ******************. They are currently waiting for ****************** to return the call or stop by the store.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address his concerns.
  
  Regards,
  
  *********************
  
  Customer Service
  
  Supervisor
  
  Supervisor

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Issue 11/08/2023 1) I booked a Conventional Oil change but instead received and was charged for a Synthetic Oil change without notice or authorization. Pep Boys policy is to change packages or services without customer notification. 2) I was detained and was forced to pay the $136.35 or I wouldn't get my car back 3) When I asked them to replace the Synthetic oil with conventional oil I was lied to and told  "It's company policy to put synthetic oil in a 2017 ***** ***** ******* *** as that's the ONLY oil it calls for."(per manufacturer) and that Pep Boys doesn't tell customers when they change packages. 4) The car engine now tics loudly, when I asked to have it looked at immediately I was told someone would contact me. Instead i received an email saying the case was closed 12/11/2023. They never looked at the car or reviewed my documents. 5) Now they've used Synthetic Oil and I can't use conventional oil. That's an added expense, that being disabled, I can't afford. 7) The stress, loss of time, loss of income, and loss of a vehicle. I scheduled a Conventional Oil Change online for my 2017 ***** ***** ******* ***. At checkout I found out they didn't use Conventional oil, but instead used Synthetic Oil. At no point was I advised of the almost $100 increase, claiming my vehicle called for Synthetic oil exclusively and it's corporate policy to change services without notification. When I was made aware I asked to have the Synthetic oil drained and Conventional oil used instead, I was told "No, Synthetic oil is the only oil that can be used in the van". I was told to either pay the $136.35 or I wasn't getting my van back.  My van's engine is now permanently damaged by this and I can no longer go back to Conventional motor oil.

  

  Business Response

  Date: 02/13/2024

  Dear **************,

  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.

  We will provide ****************** a refund for the ****** that he paid for the oil change. As for the synthetic to conventional change causing harm to the engine, that is not true. If it were true, then we would not have synthetic blend oils. You can switch back and forth, but synthetic oils protect and lubricate better than conventional oils.

  We will process a check and send it to ********************** address on his complaint.

  We again apologize as well as thank ****************** for allowing us the opportunity to address his concerns.

  Regards,

  *********************

  Customer Service Supervisor

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leave my car at Pep Boys to have the thermostat, steering and loss of power. I showed them video & explained the issues. 11:14 advised the total would be $596.00 and approximately 3-4 hours. I asked if I could call back within the hour and let him know. 11:33 I call Pep Boys & tell them to go ahead & make the needed repairs. 3:30 Pick up -Says addressed all issues. I thank them & pay, I even question why he gave me $60.00 back that I did not pay enough. The new total for service was$534.52, the cashier said that they provided a discount. I get in my car. I notice the temperature on the dash, best to my knowledge was calibrated. I notice my steering wheel was a lot tighter than before. After backing out I am off on my merry way. When going to drive the car it had no power. Nicely walked into the establishment & advised them of my issues & concerns since I had not even left their parking lot. The nice mechanic says we will look into it. 4:45ish I again attempt to leave & YET this problem was not addressed. Once again I go inside & explain the issue, even replayed the video recording while I experiencing these issue. The mechanic says that he does not notice anything as an issue, that he drove it on the highway & all was good. I say let me take you for a ride to show you the problem. Driving with mechanic in stretches behind the establishment the issue again duplicates itself. The mechanic doesn’t acknowledge the issue, say operating as designed. I have had this car for several years, I clearly can tell when there is an issue. Note: the car had never in prior years but now the car has this feature?? So after my 5-6 attempts trying to explain to him, HE ACKNOWLEDGES the issue. He takes the vehicle back in the garage, after a while he returns to tell me that they looked at what they thought it could be and everything checked. So now here I am I have spent hours, as well as $534.53 basically for the steering wheel getting tightened and dash thermostat addressed.

  

  Business Response

  Date: 01/26/2024

  Dear ***************

  We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.

  To assist **************** with a resolution, we ask that she return the calls from the store and Area director at her earliest convenience.

  We again apologize as well as thank **************** for allowing us the opportunity to address her concerns.

  Regards,

  *********************

  Customer Service Supervisor

  Customer Answer

  Date: 01/26/2024

  I have never have received a call from anyone at this point. I would be more than willing to discuss this matter. 

  Customer Answer

  Date: 02/05/2024

  I did respond as attached 

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 24 of 2023 I paid $2460.97 to get my brakes replaced by Pep Boys And the nature of this complaint is a week later driving back to work. My wheel fell off while I was driving because apparently somebody didn’t put the Lugnuts on correctly and then I had to get it towed to another shop in Midland Texas and then I had to pay $4000 to get it all the damages repaired from my wheel falling off while I was driving, and now I’m trying to get them to pay for the repairs and it’s been a few months now and I can’t get any answers from them so that is why I am filing this complaint to maybe help with the resolution of this issue.

  

  Business Response

  Date: 02/09/2024

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ************. We apologize for any inconvenience ************ may have experienced at our facility.
  
  The store entered claim ******** on behalf of ************. ************ will be contacted and assisted by a claims adjuster.
  
  We again apologize as well as thank ************ for allowing us the opportunity to address his concerns.
  
  Regards,
  
  *********************
  
  Customer Service
  Supervisor

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 12/04/2023 Pep Boys in Bridgewater (store id 1014 ) Replaced four tires Service order ******* on my ***** *****. Paid $1072.14
  On 12/15/2023 One of replaced tires blowout on a highway.
  On 12/18/2023 local mechanic replaced damaged tire for $229.48 and pointed that rest 3 tires had PSI 48 instead of 34-35.
  Next day I call to Pep Boys store and manager told me that she can't help me but advice to create formal complaint to Pep Boys over the phone.
  I called Pep Boys service line, talked to live rep and created formal complain ******.
  Today is already January 5 , 2024.
  No actions from Pep Boys.

  

  Business Response

  Date: 02/05/2024

  Dear *** ******,

  We are in receipt of the complaint sent to your oofice4 by *** ***********. We apologize for any inconvenience *** *********** may have experienced at our facility.

  *** *********** was contacted and provided a resolution.

  We again apologize as well as thank *** *********** for allowing us the opportunity to address his concerns.

  Regards,

  ***** *****

  Customer Experience Supervisor 

  Customer Answer

  Date: 02/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  I do not see any attachment from Pep Boys on how they contacted me and how they resolved the issue.
  
  I do not see any emails from Pep Boys in me email account and Nobody reached me over the phone saying that they are from Pep Boys.

  Regards,
  
  
  
  ****** *********** 

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MY NAME IS *********************, I am a 70 years old female, employed full time. On October 11, 2023, I drove my 2006 ******** *** into the Pep Boys Service Center #*** at *******************************************, Tallahassee, Florida ********. The diagnostic revealed fuel injectors 4&6 were misfiring. On October 21, 2023, I had to have my 2006 ******** *** towed (via ***) away from this service center, as it was now inoperable. After numerous unsuccessful attempts to repair my vehicle and numerous differing stories of unable to get parts, finally serviceman could not figure out what was wrong. I was given an estimate of $1940.12. They did a Diagnostic on October 11, 2023. into the shop, Copies of Service Write up attached. They finally on October 21, 2023 just rolled car out of the shop into the parking lot.Once the car was delivered to my home, I contacted a Certified mechanic and he after he ran a comprehensive diagnostic he found that the Service Center has destroyed the wiring system to the injectors and fried the wires. I have attached the emails and service report from the certified mechanic.In attempts to correct the damage done at Pep Boys & the need to repair my vehicle, I have spent upwards of $1600.00. I have emails with videos and writeups along with receipts that I have paid in an attempt to get my car on the road, but to no avail. I am requesting that I be reimbursed the amount spent trying to recover from the PEP Boys DISASTER, AS I ATTEMPT TO FIND ANOTHER VEHICLE THAT I CAN AFFORD. Thank you for your consideration in this matter. I look forward to hearing from you with regard to any assistance you can provide.

  

  Business Response

  Date: 01/26/2024

  Dear **************,

  we are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.

  The store entered a claim ***********. **************** will be assisted by our claims team going forward.

  We again apologize as well as thank **************** for allowing us the opportunity to address her concerns.

  Regards,

  *********************

  Customer Service Supervisor 

  Customer Answer

  Date: 02/06/2024

  Please be advised that there has been no resolution to my complaint.   I am still without an car, and have loss over $1600.00 

  *********************